Retail Customer Experience Specialist

About the Role

Blue Ridge Communications is seeking a Customer Experience Specialist to help build and maintain trusted relationships with our valued customers. As a brand ambassador, you will assist customers over the phone and at our counter, delivering a pleasant experience consistently. Your role involves helping customers understand our services, addressing billing and technical inquiries, and ensuring each interaction reflects our commitment to valued connections.

Responsibilities

• Provide support to Blue Ridge customers for billing, retention, and sales calls.
• Troubleshoot and resolve technical problems and general account inquiries in a single customer interaction to maximize the customer experience.
• Communicate information and directions to the customer in an organized and concise manner.
• Right-fit products to customers as solutions through upgrades, self-installs, and/or swapping out equipment.
• Ensure proper cash handling procedures, including tracking and processing payments, providing receipts, and completing cash and check deposits.
• Educate customers about the features and benefits of our products and services, promoting self-service options to improve the customer experience.
• Explain account information with a focus on first interaction resolution.
• Resolve customer complaints/concerns through active listening, empathy, professionalism, and problem-solving.

Requirements

• Established residency in Pennsylvania.
• Must be able to lift and carry up to 30 lbs.
• All Retail Agents must travel and work out of their local office during their shift after training.
• Must have a high-speed data connection with a minimum of 400 Mbps download and a quiet, dedicated office space for training.
• Work-from-home equipment is provided by Blue Ridge and must be connected directly to the back of your router at home.

Qualifications

• High School Diploma or G.E.D.
• Valid PA Driver's License and good driving record.
• Previous Customer Service and/or Sales Experience a plus.
• Strong Computer Skills including Microsoft Office Programs and Outlook.
• Excellent Communications Skills – Oral and Written.
• Willingness to work as part of a team.
• Ability to build positive rapport quickly with customers.
• Ability to multitask in a fast-paced environment while adapting to changes.
• Ability to perform duties while adhering to company policies and procedures.
• Ability to create solutions and implement changes which display innovation.
• Ability to work regularly in your local Blue Ridge office as required.
• Ability to travel to the Lehighton Call Center for training as needed.

Training

Next training class is expected to start on October 12, 2026. Training is 11 weeks in total:

• The first 6 weeks are conducted at home with live trainers and classmates in your dedicated workspace.
• The following 4 weeks will be conducted in-person at our training facility in Lehighton to cover live calls and hands-on troubleshooting.
• The last week will include counter training at your local Retail office.

Training hours may differ from the regular assigned/accepted shift. Specific training schedules will be discussed during the job interview, if one is conducted.

Schedule

8AM–5PM, Tuesday–Saturday.

Benefits

• Impressive health insurance package for full-time employees.
• Paid time off.
• Tuition reimbursement.
• Employee referral program.